Assessor Resource

PSPGEN002
Use routine workplace communication techniques

Assessment tool

Version 1.0
Issue Date: March 2024


This unit describes the skills required to apply communication techniques for interacting with internal and external clients in the workplace. It includes handling routine enquiries, following and relaying routine instructions and engaging in workplace discussions.

This unit applies to those working as generalist or specialist public sector workers but may be applied to other similar roles.

The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.

Those undertaking this unit would work under supervision and in a team environment while performing routine tasks in mostly familiar contexts.

No licensing, legislative or certification requirements apply to unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Handle routine enquiries

1.1 Respond to enquiries and record details.

1.2 Determine urgency of the enquiry and respond or refer the matter promptly.

1.3 Employ effective listening and speaking skills including confirming understanding.

1.4 Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace.

1.5 Resolve or refer problems.

1.6 Make and store records of verbal enquiries and resulting action.

2. Follow and relay routine instructions

2.1 Action instructions within the timeframe and to the standard required by the workgroup and/or team leader.

2.2 Refer difficulties in understanding instructions for clarification.

2.3 Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required.

2.4 Note and relay instructions for others, and provide feedback on successful relating of requirements.

2.5 Use established communication channels as required.

3. Engage in workplace discussions

3.1 Use oral interactions with other staff to exchange information, explore issues and solve routine problems.

3.2 Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements.

3.3 Observe meeting protocols and encourage colleagues to participate where relevant.

3.4 Raise issues and ideas which affect work within the group with the appropriate person.

3.5 Refer unresolved conflicts which affect work in the group through the appropriate channel.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

speaking and listening relating to routine communication exchanges

eliciting and giving factual information

clarifying meaning, exploring issues and problem solving or referral

listening for relevant information from oral discussions

taking personal notes

observing and reading nonverbal cues especially those relating to culture, ethnicity, emotional state

using communication technology including telephones, computers with audio, message bank, answering machines, email, short message service, pagers

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

public sector legislation including work health and safety and environment, regulations, policies, procedures and guidelines relating to workplace communication in the public sector

principles of effective communication

knowledge of organisation processes

procedures manuals for dealing with enquiries

channels of communication

organisational etiquette for oral communication

conflict resolution techniques

This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Handle routine enquiries

1.1 Respond to enquiries and record details.

1.2 Determine urgency of the enquiry and respond or refer the matter promptly.

1.3 Employ effective listening and speaking skills including confirming understanding.

1.4 Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace.

1.5 Resolve or refer problems.

1.6 Make and store records of verbal enquiries and resulting action.

2. Follow and relay routine instructions

2.1 Action instructions within the timeframe and to the standard required by the workgroup and/or team leader.

2.2 Refer difficulties in understanding instructions for clarification.

2.3 Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required.

2.4 Note and relay instructions for others, and provide feedback on successful relating of requirements.

2.5 Use established communication channels as required.

3. Engage in workplace discussions

3.1 Use oral interactions with other staff to exchange information, explore issues and solve routine problems.

3.2 Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements.

3.3 Observe meeting protocols and encourage colleagues to participate where relevant.

3.4 Raise issues and ideas which affect work within the group with the appropriate person.

3.5 Refer unresolved conflicts which affect work in the group through the appropriate channel.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

speaking and listening relating to routine communication exchanges

eliciting and giving factual information

clarifying meaning, exploring issues and problem solving or referral

listening for relevant information from oral discussions

taking personal notes

observing and reading nonverbal cues especially those relating to culture, ethnicity, emotional state

using communication technology including telephones, computers with audio, message bank, answering machines, email, short message service, pagers

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

public sector legislation including work health and safety and environment, regulations, policies, procedures and guidelines relating to workplace communication in the public sector

principles of effective communication

knowledge of organisation processes

procedures manuals for dealing with enquiries

channels of communication

organisational etiquette for oral communication

conflict resolution techniques

This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Respond to enquiries and record details. 
Determine urgency of the enquiry and respond or refer the matter promptly. 
Employ effective listening and speaking skills including confirming understanding. 
Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace. 
Resolve or refer problems. 
Make and store records of verbal enquiries and resulting action. 
Action instructions within the timeframe and to the standard required by the workgroup and/or team leader. 
Refer difficulties in understanding instructions for clarification. 
Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required. 
Note and relay instructions for others, and provide feedback on successful relating of requirements. 
Use established communication channels as required. 
Use oral interactions with other staff to exchange information, explore issues and solve routine problems. 
Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements. 
Observe meeting protocols and encourage colleagues to participate where relevant. 
Raise issues and ideas which affect work within the group with the appropriate person. 
Refer unresolved conflicts which affect work in the group through the appropriate channel. 
Respond to enquiries and record details. 
Determine urgency of the enquiry and respond or refer the matter promptly. 
Employ effective listening and speaking skills including confirming understanding. 
Reflect an understanding of individual differences in spoken and non-verbal communication to meet the expected standards of the workplace. 
Resolve or refer problems. 
Make and store records of verbal enquiries and resulting action. 
Action instructions within the timeframe and to the standard required by the workgroup and/or team leader. 
Refer difficulties in understanding instructions for clarification. 
Make notes of oral instructions, the intent and outcomes required, and the timeframe for completion, and use them to carry out instructions at a later date when required. 
Note and relay instructions for others, and provide feedback on successful relating of requirements. 
Use established communication channels as required. 
Use oral interactions with other staff to exchange information, explore issues and solve routine problems. 
Participate in and contribute to formal and informal meetings in accordance with personal knowledge and meeting requirements. 
Observe meeting protocols and encourage colleagues to participate where relevant. 
Raise issues and ideas which affect work within the group with the appropriate person. 
Refer unresolved conflicts which affect work in the group through the appropriate channel. 

Forms

Assessment Cover Sheet

PSPGEN002 - Use routine workplace communication techniques
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

PSPGEN002 - Use routine workplace communication techniques

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: